Plateau is seeking a Customer Support Representative Tier 1 (CSR1) to act as the initial point-of-contact for all Tier 1 customer inquiries. Issues of this variety are typically classified as How do I or Usage questions. The CSR1 will handle miscellaneous support requests, including but not limited to updating customer information, general product and company questions, maintenance renewal inquiries, recording of product enhancement requests, media fulfillment and shipping, evaluation site access, and eSupport (CSO self-service web site) access. If the issue is outside Tier 1 scope, or it can not be recreated or resolved within a timely manner, it will be escalated to Tier 2. The CSR1 should be able to troubleshoot a clients issue using both their experience with the product and standard operating procedure. The goal is to resolve an issue in as few contacts as possible. The CSR1 should have the capability to document, report and escalate issues and be able to work with other departments within the company to resolve client issues. The CSR1 is the primary source of information for the client. The CSR1 is responsible for maintaining the communication when resolving client issues or working on internal issues. The CSR1 position is an entry level CSO position; career progression would be to CSR2 and then CSR3.

The CSR1 will be expected to share experiences by assisting with the training of newly hired personnel. This position requires basic knowledge of enterprise-level applications, database implementations and networks and will need the knowledge of how to effectively use experience, standard operating procedures, and knowledge base items to troubleshoot a client issue. The candidate must be able to communicate effectively with both internal and external clients. The candidate must also be able to work independently with minimal supervision.

Job Duties include:

o Provide support for both application usage and technical issues
o Effectively troubleshoot customer problems to identify issues and defects
o Escalate issues and defects where appropriate
o Provide phone, chat, email and web-based product support
o Use CRM software to track internal and external customer interactions
o Facilitate communication of product and company information to the client
o Coordinate with other departments to identify defects and resolve issues
o Ability to work various shifts as needed
o Manage and prioritize multiple tasks in a dynamic environment with a strong orientation towards sound judgment
o Maintain strong problem solving abilities and the ability to work well under pressure
o Provide timely, detailed documentation of all customer/partner interactions and issue resolution according to established customer support processes and tools
o Place outgoing calls to follow-up with existing customer service inquiries
o Assumes other duties as assigned or required
o Learn complete Plateau product suite

Required Qualifications:

o Excellent attention to detail
o Excellent verbal and written communication skills
o Excellent customer service skills
o Ability to maintain composure regardless of the situation
o Maintain an excellent attendance record
o High school diploma or the equivalent
o Knowledge of computer hardware, software, and networking concepts
o Thorough knowledge of Plateau Suite of products
o Knowledge of computer hardware, software, and networking concepts
o Must be able to pass and hold a security clearance